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National Express Operations Improvement Analyst in Lisle, Illinois


The Operations Improvement Analyst will implement process improvement initiatives and embed a culture of continuous improvement. This position is responsible for providing operational support to our field locations while serving as the critical liaison between the Customer Service Center (CSC) operations and corporate teams. This position will partner with management in an assigned geographical region(s) by reviewing operational process compliance, monitor performance metrics and system efficiencies. The role will be responsible for implementing performance excellence programs and drive continuous improvement action plans to improve overall compliance to standard operating procedures and operational efficiency.


  • Drives operational improvement programs to reduce costs, and improve quality, and service levels.

  • Responsible for reviewing current processes and identifying and capturing opportunities to improve operational efficiency; including tracking barriers to performance efficiency, improving data integrity and developing improvement plans.

  • Supports field operations through issue resolution and guidance.

  • Collaborate with various cross functional teams (IT, Finance, Payroll, HR, Legal) to resolve issues and implement solutions.

  • Project management of initiatives within Operational Improvement organization as needed.

  • Develop and implement tools to drive operational efficiency and quality improvements.

  • Assists in the creation of training material for tools and processes.

  • Trains location staff and leadership team on tools that drive operational efficiency and quality improvements.

  • Changing behaviors through continuous improvement coaching.

  • Assist in maintaining the company’s standard operating procedures, and to support their sustainable implementation.

  • Partners with operational and corporate leaders to ensure successful implementation of process improvement initiatives

  • Support the maximization and effective use of existing systems and reports


  • Bachelor’s Degree is required in a business or process improvement discipline; advanced degree preferred.

  • 2 - 4 years of experience with increasing levels of responsibility.

  • Able to handle multiple, complex priorities and balance the needs of each according to business impact.

  • Strong business and technical skills in operational improvement.

  • Knowledge and expertise in developing communication plans and strategies to facilitate the rollout of goals and action plans to achieve them.

  • Systemic problem solver, implementing solutions to solve root cause problems. Creates an environment that encourages and rewards teamwork and collaboration.

  • Set clear expectations, track and communicates results.

  • Strong written, oral, communications and facilitation skills.

  • Convey information in understandable terms at all levels of the organization and through proper channels.

  • Creative and change-oriented continuous improvement process skills.

  • Assertive, energetic, and a self-starter. Able to work with little supervision or in team environment.

  • Must be proficient in Microsoft Word, Excel, and PowerPoint

  • Ability to travel > 30%.

Job: Operations Corporate

Primary Location: United States-Illinois-Lisle-US Headoffice

Organization United States Bus

Schedule Full-time

Employee Status Regular

Job Shift Day Job

Travel No

Req ID: 201009